Contact Center Pipeline Blog

The expression “taking care of business” is defined by Merriam-Webster as “to do what needs to be done.” This is a more elegant definition...

“That looks crazy!” I thought, watching a TV performer spin a plate on top of a pole. Then he added a spinning plate to...

During the first quarter of 2020, I recall when COVID-19 started appearing more prominent in the U.S. we as a call center weren’t sure...

In today’s business environment people matter. Customers rightly want the option of speaking to live agents. Automated self-service alone, even with sophisticated tools like...

Customer care is vital to any brand’s continued success—and its ability to provide this support service directly impacts both customer satisfaction and loyalty. That...

David Bowie was a British singer/songwriter and actor, and one of the most influential musicians of the 20th century. Most fans and music critics...

Earlier this year, Boston University published an essay collection entitled, “What if Real Change—for a Better World—Came from the Pandemic?” It’s a bold question...

Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating human resources and operations staff members specifically to...

When agents realize their impact on CX, they can deliver better outcomes for everyone. Yes, they’re customer service professionals, but do your agents really know...

The pandemic exposed two significant insights about the state of customer service: A poor customer experience coupled with pandemic-fueled emotions can push customers to...

Let’s face it. Most folks involved in contact centers today are there to help, provide service or sell something. Customer experience excellence is a...

Welcome to 2022 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an...

As 2021 draws to a close, our readers are looking to improve their enterprise operations by promoting their value and visibility, harnessing the power...

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one...

A few years ago, my team wasn’t doing too well. Morale was low, which impacted calls and led to agents not staying too long....

How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer...

Wishing all of our readers a safe and happy holiday season, and warm wishes for the New Year!

Recently retired (OK, mostly retired), I felt the desire to reflect on a wonderful and challenging 40-plus-year contact center career. Numerous technological changes have...